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I would like to understand what challenge you are trying to solve for before providing potential solutions. The answer to your question is "no", today you cannot hide or disable the "End Call" button in the softphone panel of the Agent Workspace. This is by design because this type of action is severely impacting the customer experience. Most contact centers have policies against agents hanging up before the customer does.
What happens today in your environment if the agent does not enter that text? Will there be silence on the call? What if the customer hangs up first? Will the agent still need to enter that text, and how do you enforce this if there is no "End call" button any longer?
If your use case is to enforce the selection of a disposition code before the call ends you may want to focus on training the agents, measure using reports which agents are not in compliance with your rules, and help coaching to perform the right actions without affecting your customers experience.
You can reinforce this behavior through a rewards system rather than forcing an action that may not give you the right data. Enforcing this action may result in data in your DB that does not necessarily represent the reason for the call or whatever information you are trying to collect, unless your agents are trained to multi-task and provide the right information.
Try checking the new summarization function available through Contact Lens and evaluate if the automatic summary of a call (that does not involve any effort or bias from the agent) is not a better source of signal for you to consider.
I don't see how you don't do this with a whole custom CCP. Out of the box the workspace can't interact with the CCP so all of this needs to be moved out to a custom app where the form the agent fills out controls what CCP functions are available to the agent.
answered 2 years ago
@dmacias, have you ever used the Amazon Connect or do you know what it is? Does't seem so. Or do you understand the question? For God's sake, don't waste my time. As Magda wrote, no way to disable. Please read the question and the answer carefully.
I didn't say anyone else was wrong, if anything my comment agrees with what has been said already. You can do this though with Streams (https://github.com/amazon-connect/amazon-connect-streams/blob/master/Documentation.md). I hope your day gets better.
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Thank you for your answer. The challenge I want to resolve is that when our clients call us, our agents ask callers for a document ID (DocID) which later we want to associate with our ConnectID, and so later when we compute statistics and create reports we want to know to which call was related to which document. If the caller is unable to provide the DocID then agents simply mark as Uknown.
Collecting this type of information data should be easily done with a Step-by-step guide form. By displaying this form at the onset of the call you can visually remind the agent about the importance of collecting this document Id. Is there any way you can collect this information even prior to the agent interaction (in the IVR)? I would love to understand more the meaning of this document Id, so we can explore the ability to automate this association rather than rely on the agents to manually enter it. It would be interesting to track how many "Unknown" entries you have if you ever tested this behavior.
Yes, it is possible to collect by IVR which we are going to implement, this is the happy path (easy one) if the caller enters or spells his/her 7 digit DocID . It is done automatically by sending the DocID and ConnectID to lambda which stores the info into DB. But another case is when the caller does not enter the DocID because he/she simple does not know. So, the agent asks questions to the caller and must perform the manual search in the 3P app we are going to embed into the Agent Workspace, and after the agent decides that the doc is related to the caller he/she simply must store (associate) the DocID with the ConnectID by clicking on submit button on form. So, we don't want agent to end the call until she/she submits the DocID together with ConnectID.